[cisco-voip] UCCX - Agent phone types

[Ryan LaFountain (rlafount)]

Hi Chris,

Jabber for Windows is supported as a UCCX Agent device starting in CCX version 9.0(2) as shown on page 5 of:

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf

This is only supported in soft phone mode and it cannot be an agent device in (or configured to use) desk phone mode.

Lync and other Jabber variants (Mac/mobile/etc.) are currently not supported although we expect to see some support for these clients in future releases.

Hope this helps.

Thank you,

Ryan LaFountain
Unified Contact Center
Cisco Services
Direct: +1 919 392 9898
Email: rlafount at cisco.com
Hours: M – F 9:00am – 5:00pm

From: Chris Axelsson <invectus at gmail.com<mailto:invectus at gmail.com>>
Date: Tuesday, April 30, 2013 8:04 AM
To: "cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>" <cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>>
Subject: [cisco-voip] UCCX - Agent phone types

Hello!

These days there are a number of different phone options for CCX agents, CTI integration is now available for Jabber for instance. Would the same be true for a Lync softphone? Could it actually be used a agent end-device? If it can, would it fit in a professional contact center enviroment?

I guess the best would be a fully featured jabber client with CTI integration, this would enable agents to be mobile. Is this also true for mobile clients of jabber?

Lots of customer is already running Lync and is tied to this platform for the next coming years or so. I am looking for good alternatives since lots of customers is asking for softphone only or partially softphone solution for their new callcenters. To offer a customer good old Cisco IP communicator seems equally or even more expensive option and would be like taking a step backward in my humble opinion.

regards
Chris
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